Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Owning technical investigation and resolution of issues across an AI platform for insurance with an accent on triaging complex bugs and coordinating with engineering teams. Focus on bridging the gap between enterprise clients and product development to ensure platform reliability.

Location: Remote (Must be based in the USA)

Salary: $85,000 – $135,000 USD

Company

Building professional-grade AI systems to automate and augment decision-making in the global insurance industry.

What you will do

• Investigate and resolve technical issues end-to-end within the AI underwriting platform.
• Distinguish between bugs, configuration errors, and feature requests.
• Draft clear, accurate technical responses for enterprise clients to resolve issues efficiently.
• Create detailed Jira tickets with full diagnostic context for the engineering team.
• Analyze ticket patterns to surface structural product improvements to Client Success and Product teams.
• Maintain deep subject matter expertise on product workflows and client implementations.

Requirements

• 3-5 years of experience in B2B SaaS technical support or customer-facing engineering.
• Must be based in the USA.
• Experience working at a high-growth tech startup.
• Ability to explain complex technical issues to non-technical audiences.
• Strong operational discipline in managing ticket queues and meeting response targets.
• Experience supporting complex, data-heavy SaaS products.

Nice to have

• Experience with Insurtech or Fintech products.

Culture & Benefits

• Competitive salary and significant equity options package.
• Comprehensive health benefits (100% covered medical, vision, and dental).
• 401(k) plan with employer contribution.
• 20 days of PTO per year.
• Global team offsites and stipends for gym and mobile phones.
• Continuing education credits.